Tasks:
- Availability of Event Response Procedures
- Ensure and review the quality
- Manages and coordinates the day-to-day Knowledge Management processes and activities
- Train the Knowledge Contributors
- Review the Knowledge articles (in case Approval workflow)
- Defines knowledge categories
- Encourages Knowledge
- Users to leave feedbacks
- Search for Ping – Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures.
- Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked.
- Reduction of incidents based on events. Check of resolutions in SNOW. “Irrelevant” alarm
- Understand customer contract and its related event flow and ensure together with PBU their quality
- Completed studies.
- Incident, Event and Knowledge management experience.
- Diligence, reliability, good communication skills
- Advanced Excel, Powerpoint knowledge
- Knowledge Management about Incident Management Process TSI
- German skills - fluent speaking for customer communication mandatory
- English - fluent speaking for customer communication mandatory
- Advantages: ITIL4 certification
- Personality: Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently.
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
